Política de envío
DELIVERY AND TRANSPORTATION
Products will be dispatched to the address provided by the user. The estimated delivery timeframe is between 24 and 72 hours (business days) for addresses within the continental territory and 7 business days for deliveries to islands. For addresses outside the national territory, the estimated delivery time is between 7 and 10 business days.
It is crucial to note that the specified delivery deadlines are estimations and depend on the capabilities and schedules of the transportation company we engage for this service. Our commitment is to facilitate the handover of the package to the transportation company within the stipulated timeframe.
While we make every effort to ensure timely delivery, unforeseen or extraordinary circumstances beyond our control may impact the delivery schedule during the transportation process. In the event that we encounter any challenges in meeting the initially communicated delivery date after the transportation company assumes responsibility for the package, we will promptly inform you of the situation. You will then have the option to proceed with the purchase, agreeing to a new delivery date, or cancel the order, with a full refund of the amount paid.
For the purposes of these conditions, "delivery" or the order being "delivered" is considered to have occurred when you or a third party designated by you physically takes possession of the products. This will be confirmed by signing the receipt of the order at the agreed delivery address. We appreciate your understanding and cooperation regarding the potential influence of external transportation factors on the delivery process.
INABILITY TO DELIVER
If it proves impossible to deliver the order to the specified address, MV Esquel SL or the transportation company will attempt to deliver it to a third party designated by the customer or make another delivery attempt at a later date. We kindly request that if you will not be at the address, you contact MV Esquel SL or the transportation company to arrange an alternative delivery date.
If, within 15 days from the date your order is available for delivery, the order cannot be delivered for reasons not attributable to MV Esquel SL or the transportation company, we will consider that you wish to withdraw from the contract, and we will deem it resolved.
As a result of the contract resolution, we will refund all payments received from the user, including delivery costs, without undue delay and, in any case, within a maximum period of 14 days from the date we consider the contract resolved. Please note that transportation costs associated with the resolution may incur additional charges, and MV Esquel SL or the transportation company is authorized to pass on these corresponding costs.
ORDER CANCELLATION
The user has the right to cancel an order without providing any explanation. This right is the withdrawal right established by Article 102 of Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.
Customers have the right to return an order within 30 natural days from the date of receiving the products. The return period allows customers to evaluate their purchase and, if necessary, request a return for a refund, exchange, or repair.
To initiate a return, customers must follow the established return process outlined in this Policy. It's important to note that the return period begins on the day the customer receives the products.
Once the right of withdrawal has been exercised, the user must return the delivered products to the indicated address, assuming the return costs. Please note that if you decide to return the items carriage forward, we are authorized to charge you for any expenses we may incur.
The right to withdraw from the contract will apply exclusively to those products that are returned in the same condition in which the user received them. No refund will be made if the product has been used beyond mere opening, or products that are not in the same condition in which they were delivered, or that have suffered any damage. Therefore, please handle the product(s) carefully while in your possession. Please return the item using or including all its original packaging with all tags. Please do not remove the tags until you are sure you want to keep each item.
After examining the item, we will notify you if you are entitled to a refund of the amounts paid. If the return includes the entire purchase, the correct procedure has been followed, and the products are new and unused, we will proceed to refund the total amount of the purchase plus shipping costs within 14 days from when we receive the canceled order.
If the return only includes part of the order, the correct procedure has been followed, and the products are new and unused, we will only refund the value of the returned products, excluding shipping costs.
The withdrawal period will expire after 30 natural days from the day the user or a third party indicated by the user, different from the carrier, acquired physical possession of the goods.
PRODUCT EXCHANGE
If you wish to exchange a product for a different size, color, or an entirely different item, you can do so within 30 days from when you received the product.
Please notify us of your intention, and we will provide instructions for exchanging the products.
The right to exchange the products will apply exclusively to those products that are returned in the same condition in which the user received them. No exchange will be made if the product has been used beyond mere opening, or if the products are not in the same condition in which they were delivered, or if they have suffered any damage. Therefore, please handle the product(s) carefully while in your possession. Please return the item using or including all its original packaging with all tags. Please do not remove the tags until you are sure you want to keep each item.
After examining the item, we will notify you if you are entitled to an exchange. If the return includes the entire purchase, the correct procedure has been followed, and the products are new and unused, we will proceed to send you the new product within 14 days from when we receive the original product.
RETURN OF DEFECTIVE PRODUCTS
If you return the products due to defects or non-compliance with the descriptions, we will proceed to refund the total price of the products, along with the shipping costs incurred for the return of the item.
Please notify us of any defective products or discrepancies with the descriptions within a reasonable time after discovering the issue.
Upon verification of the reported defects or discrepancies, we will provide instructions for the return of the products.
Upon receipt of the returned products, we will examine them to confirm the defects or non-compliance. If the products are indeed defective or do not correspond to the descriptions, we will proceed with the refund.
The refund will include the total price of the products, the shipping costs incurred for the return, and the initial shipping costs paid by the user.
We will carry out the refund using the same means of payment used by the user for the initial transaction, unless the user has expressly provided otherwise; in any case, the user will not incur any fees as a result of the refund. The refund will be made without undue delay and, in any case, no later than 14 calendar days from the date on which we confirm the existence of defects or non-compliance.
PROCEDURE FOR ORDER CANCELLATION, RETURNS AND EXCHANGES
To enhance your experience and streamline the order cancellation, return or exchange processes, MV Esquel SL provides you with various convenient methods to proceed. Please follow the steps below in order of preference for faster processing:
Online Dashboard:
The most convenient and quickest method is to log in to your account on our website, go to your dashboard and follow the cancellation, return or exchange instructions.
WhatsApp Customer Support:
Contact our customer support team via WhatsApp 34696051407
Email Customer Support:
Contact our customer support team by email at mvesquelsl@gmail.com
Phone Customer Support:
Contact our customer support team by phone +34 696051407
Our dedicated representatives will guide you through the order process you want to accomplish.
Postal Cancellation Form:
To cancel an order by postal mail please use the folowing form template: Cancel Form
By offering these multiple channels, MV Esquel SL aims to provide flexibility and efficiency in handling order cancellations, returns and exchanges, to ensure a seamless experience for our valued customers. If you encounter any challenges or have questions, please reach out to our customer support team for assistance.